Product Owner - Customer Engagement Platform (Builder) | Al-Futtaim Automotive
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Key skills for this role
About the Role
Al-Futtaim Automotive is seeking a hands-on Product Owner to build, integrate, and scale their Customer Engagement Platform in Dubai. The role involves owning the platform end-to-end, integrating CDP, CRM, engagement tools, and AI capabilities, and driving measurable business outcomes.
Key Skills for This Role
Responsibilities
- Personally prototype, build, and iterate across the platform stack including data, orchestration, engagement, and AI capabilities
- Design and integrate systems across CDP, SAP C4C, Genesys, Kore.ai, Microsoft Azure, and Power Platform
- Own how the platform fits together including data models, APIs, integrations, and orchestration layers
- Define and build the customer and vehicle digital state model for real time personalization and lifecycle engagement
- Design and optimize end to end customer journeys across web, mobile, messaging, campaigns, service, and AI enabled channels
- Embed AI across the platform including next best action decisioning, automation workflows, content generation, and conversational AI
- Drive end to end delivery and launch in collaboration with CX, Digital, Technology, Data, Operations, and brand teams
- Define and manage key platform metrics including adoption, engagement, conversion, retention, and cost to serve
Requirements
- Degree in Product Management, Computer Science, Engineering, Data/Analytics, Business, or related discipline
- 8 12+ years of experience with 4 6+ years in product management or platform ownership
- Proven experience building and integrating platforms combining data, engagement, and AI
- Strong technical fluency in APIs, system integrations, customer data modeling, identity resolution, and platform architecture
- Experience designing cross channel customer journeys with personalization and trigger based engagement
- Practical understanding of LLMs, AI/ML, and agent based architectures applied to customer platforms
- Strong product thinking with hypothesis driven development and metrics led decision making
- Excellent stakeholder management across business, technology, and operations teams
Full Job Posting
Overview of the Role
- We are looking for a hands on Product Owner to build, integrate and scale Al Futtaim Automotive’s Customer Engagement Platform—a connected layer that unifies customer data, journey orchestration and engagement across web, mobile, messaging, campaigns, service and AI enabled interactions.
- This is product and build work, not programme or vendor management. The role requires someone who can personally design, integrate and iterate solutions across multiple enterprise systems.
- You will own the platform end to end—from architecture through build, launch, adoption and continuous optimization.
What You Will Do
- Personally prototype, build and iterate across the platform stack—data, orchestration, engagement and AI capabilities, treating each iteration as a hypothesis tested against live customer behavior.
- Design and integrate systems across: Customer Data Platforms (CDP), SAP C4C (CRM), Genesys (contact center / engagement), Kore.ai (conversational AI), Microsoft Azure & Power Platform (cloud and orchestration).
- Own how the platform fits together—data models, APIs, integrations and orchestration layers—ensuring systems operate as one unified ecosystem.
- Define and build the customer and vehicle digital state model, enabling real time personalization and lifecycle engagement.
- Design and optimize end to end customer journeys across web, mobile, messaging (e.g. WhatsApp), campaigns, service and AI enabled channels.
- Embed AI across the platform beyond chat, including: next best action decisioning, automation workflows, content generation, conversational AI and internal copilots.
- Continuously improving journeys using live interaction and behavioral data, driving measurable improvements in engagement, conversion and customer experience.
- Drive end to end delivery and launch in collaboration with CX, Digital, Technology, Data, Operations and brand teams.
- Define and manage key platform metrics—adoption, engagement, conversion, retention and cost to serve.
Required Skills To Be Successful
- Proven hands on experience building and shipping customer facing platforms or platform level capabilities integrating data, engagement and AI.
- Strong experience working with and integrating: Customer Data Platforms (CDP), CRM systems (SAP C4C or equivalent), Engagement platforms (Genesys, Kore.ai or similar), Cloud and orchestration tools (Azure, Power Platform).
- Strong technical fluency in: APIs and system integrations, Customer data modelling and identity resolution, Platform architecture and orchestration workflows.
- Experience designing cross channel customer journeys with personalization and trigger based engagement.
- Practical understanding of LLMs, AI/ML and agent based architectures applied to customer platforms.
- Strong product thinking—hypothesis driven development, rapid iteration and metrics led decision making.
- Strong analytical capability with experience improving engagement, conversion and lifecycle performance.
- Excellent stakeholder management across business, technology and operations teams.
- Builder mindset with strong pace of execution and ability to work in ambiguous, transformation environments.
What Equips You For The Role
- Degree in Product Management, Computer Science, Engineering, Data/Analytics, Business or a related discipline.
- 8–12+ years’ experience, with 4–6+ years in product management or platform ownership, and proven experience building and integrating platforms combining data, engagement and AI.
- Demonstrable track record of delivering platform capabilities from architecture → build → launch → optimization, integrating enterprise systems such as CDP, CRM, cloud, engagement tools and orchestration layers.
- Strong preference for candidates who have built customer engagement / martech / growth platforms in house, worked in product led or platform environments, or have experience in industries with complex customer journeys (e.g. e commerce, telco, fintech, mobility).
- Experience with conversational AI or AI enabled customer engagement is a strong advantage.
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